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Reynolds Timber and Building Supplies Ltd.
OUR TERMS OF SUPPLY (ONLINE SALES – CONSUMERS)

These Terms and Conditions (along with the documents referred to) set out the terms on which we supply any products listed on our website www.reynoldstimber.co.uk to you.
Please read these Terms carefully before submitting your order to us. They explain who we are, how we provide products, how we and you can modify or cancel orders, what to do if issues arise, and other key information. If you find an error or have any questions about these Terms, please contact us.

1. Information About Us and How to Contact Us

1.1 Who we are:
We are Reynolds Timber and Building Supplies Ltd, a company registered in England and Wales.

1.2 How to contact us:
You can find all our contact details on our Contact page (and in Clause 19).

1.3 How we will contact you:
If we need to contact you or send any notices, we will do so via email or pre-paid post to the address you provide in your order.

1.4 "In writing" includes emails:
When we refer to "writing" or "written" in these Terms, this includes emails.

2. Service Availability

We sell only to the UK. Our website is intended for use by UK residents. We do not accept orders from or deliver to individuals outside the United Kingdom. However, if you are based elsewhere, please contact us, and we will try to accommodate your needs where possible.

3. How We Use Your Personal Information

We use your personal information in line with our Privacy Policy. Please take the time to read it, as it outlines how we protect and handle the data you provide when placing an order with us.

4. About You

To place an order through our website, you must be:

• A consumer (not a business customer with a trade account),
• At least 18 years old and legally able to enter into a contract,
• A UK resident, and
• Accessing our site from the UK.

5. Your Order & Our Contract with You

5.1 How to place your order:
Our website will guide you through the ordering process. Please review and correct any errors before submitting your order.

5.2 Acknowledgement of your order:
Once you place an order, we will send you an email acknowledging receipt. This is not a confirmation that your order has been accepted. A separate order confirmation will be sent once your order number is generated.

5.3 Order acceptance:
Your contract with us begins when the selected branch contacts you to confirm the order and agree on delivery or collection details.

5.4 Scope of your order:
The contract only applies to the products listed in the confirmation. We are not obligated to supply any other items in your order unless they are confirmed separately.

5.5 If we cannot accept your order:
If we cannot fulfil your order, we will notify you and not charge you for the product. This may occur if:

• The item is out of stock,
• There are unforeseen resource constraints,
• There’s a pricing or product description error, or
• We cannot meet your requested delivery date.

In such cases, we will work with you to decide whether to:

• Order the item to the chosen branch, potentially causing a delay,
• Offer alternative products at the same or different price, or
• Cancel the order and process a refund.

5.6 If you choose not to proceed:
If you do not wish to continue with the order or we cannot offer a suitable alternative, we will process a full refund, including delivery costs where applicable, and no contract will be formed.

Product Variations and Packaging

Please note that our product images are for illustrative purposes only. While we strive to display colours as accurately as possible, the colours on your screen may not perfectly reflect the actual product. Additionally, because many of our products are handmade or compiled by hand, there may be slight variations in sizes, weights, capacities, and dimensions listed on our website.

Packaging may also differ from what is shown in product images.

Making Changes to Your Order

If you would like to make any changes to your order, please contact us. We'll inform you if the change is possible and update you on any price adjustments, delivery times, or other details that may be impacted. You can then decide whether you'd like to proceed with the change.

Minor and Significant Changes to Products

We may occasionally need to make minor changes to products to comply with legal or regulatory requirements or to implement improvements. These changes won’t affect your product usage and will be communicated at the time of supply. In some cases, more significant changes may be necessary. If that happens, we will inform you in advance, and you will have the option to cancel your order and receive a full refund if you prefer.

Delivery and Collection

• Delivery Costs: Most orders qualify for free local delivery, though this may vary by branch. If any additional delivery charges apply, your branch will notify you.
• Delivery Timeframe: When we arrange delivery, it will typically be within 30 days of your branch confirming your order, though this may vary.
• Delays Outside Our Control: If an unforeseen event delays your delivery, we’ll inform you and work to minimize the impact. In cases of significant delays, you may opt to cancel your order for a refund.
• Collection: If you prefer to collect your items, please bring your Order Acknowledgment and the card used for payment. Collection is available during the branch’s working hours.

Missed Delivery or Collection

If no one is available at your address when delivery is attempted, we will leave a note with instructions for re-arranging delivery or collecting from your local branch. Should you fail to collect your items or re-arrange delivery, we may charge for storage or further delivery attempts. Failure to respond may lead to the contract being terminated.

Late Delivery Rights

You are entitled to cancel your order if we miss the delivery deadline, especially if delivery timing is essential to you. You can also set a new delivery deadline or reject part of the order. In such cases, we will provide a refund for the cancelled items and any associated delivery fees.

Responsibility for Products

Once your items are delivered or collected, they become your responsibility. Ownership transfers to you upon full payment.

Supplier-Direct and Third-Party Deliveries

Some items are shipped directly from our suppliers and will not be available for same-day pickup. These products will be noted in the product description, and third-party suppliers may contact you about delivery. In the event of damage or if you need to return a supplier-direct product, you’ll need to contact your branch to arrange for collection.

Your Rights to End the Contract

1. General Right to End the Contract
   You can always end your contract with us, but your rights may vary depending on what you've purchased and when. Here's a summary:
• If the product is faulty or misdescribed, you may be entitled to a repair, replacement, or refund (see clause 13).
• If you're ending the contract because of something we've done (e.g., changes to the product or price), see clause 10.2.
• If you've simply changed your mind and you're within the cooling-off period, you may get a refund, but this could be subject to deductions and return shipping costs (see clause 10.3).
• In all other situations, where we're not at fault and you're not changing your mind, see clause 10.6.
2. Ending the Contract Due to Our Actions
   You can end the contract immediately and get a full refund for any unprovided products if:
• We notify you of a change to the product or terms that you do not agree to.
• There's an error in the product's price or description, and you don't want to proceed.
• There's a significant delay in product supply due to circumstances beyond our control.
• We suspend supply for technical reasons for more than three weeks.
• You have a legal right to end the contract because of something we've done wrong (including late delivery).
3. Changing Your Mind (Consumer Contracts Regulations 2013)
   For most online purchases, you have the legal right to change your mind within 14 days and receive a refund. These rights are outlined in the Consumer Contracts Regulations 2013.
4. Exceptions to Changing Your Mind
   You do not have the right to change your mind if:
• The product is custom-made or personalised to your specifications.
• The product has been unsealed after delivery and is unsuitable for return due to health or hygiene reasons.
• The product is likely to deteriorate or expire quickly.
• The product has been inseparably mixed with other items.
5. How Long You Have to Change Your Mind
   You have 14 days after receiving your goods to change your mind. However, if the goods are delivered in multiple batches or on a regular schedule, the cooling-off period begins after the final delivery or the first installment, respectively.
6. Ending the Contract When We're Not at Fault
   Even if we're not at fault, you can still end the contract. In this case, we will refund you for any unprovided products, but we may deduct a reasonable amount to cover our costs.

How to End the Contract

1. Letting Us Know
   To end the contract, please do one of the following:
• Online: Complete the cancellation form on our website, ensuring to include your order number.
• Phone or Email: Contact customer services at your chosen branch. Provide your name, address, order number, and contact details.
• By Post: Fill out the cancellation form and send it to your chosen branch’s address (details can be found in your Dispatch Confirmation or under the 'Branch Finder' tab on our website).
2. Returning Products
   If you have already received the products, you must return them to us in person, by post, or arrange collection. Contact customer services for a return label or to arrange collection. If you're exercising your right to change your mind, you must return the products within 14 days of notifying us.
3. When We Cover Return Costs
   We will pay for return shipping if:
• The product is faulty or misdescribed.
• You’re ending the contract due to changes in the product, pricing errors, delayed delivery, or a legal right to do so because of something we've done wrong.
  In all other cases, including when you’ve changed your mind, you’ll need to cover the return shipping costs.
4. Collection Charges
   If we are responsible for collecting the product and you are covering the return costs, the collection fee will match our standard delivery charge.
5. Refund Process
   We will process your refund, including delivery costs, through SagePay, using the same payment method you used. We are not required to refund you by any other method.
6. Refund Deductions
   If you’ve changed your mind, we may deduct from your refund if:
• The product has been handled in a way that reduces its value (e.g., excessive handling).
• The delivery method chosen was more expensive than our standard option—refunds will be based on the least expensive delivery method available.

When Your Refund Will Be Made

We will process any refunds owed to you as quickly as possible. If you’re exercising your right to change your mind:

(a) For goods: If we have not offered to collect the products, we will issue your refund within 14 days of receiving the returned items or, if sooner, the day you provide evidence that you’ve sent them back. For details on how to return a product, see clause 11.2.

(b) In all other cases: We will issue your refund within 14 days of you notifying us that you’ve changed your mind.

Our Rights to End the Contract

1. We May End the Contract If You Break It
   We may terminate the contract for a product at any time by notifying you in writing if:
• You do not make payment when it is due, and you still fail to pay within 7 days after we remind you.
• You do not, within a reasonable time, provide us with information we need to supply the products.
• You do not allow us to deliver the products or fail to collect them within a reasonable time.
2. Compensation for Breaking the Contract
   If we end the contract due to any of the reasons in clause 12.1, we will refund any money you’ve paid in advance for products not provided, but we may deduct reasonable compensation for costs incurred due to the breach.
3. Withdrawal of Products
   We may decide to stop providing a product. If we do, we will notify you at least one month in advance and refund any sums paid in advance for products that will no longer be supplied.

If There Is a Problem With the Product

1. Reporting Issues
   If you have any questions or complaints about our products, please contact us. You can reach our customer service team by phone or email at your chosen branch. Details will be included in your Dispatch Confirmation and can also be found on our website under the 'Branch Finder' tab. Alternatively, you can visit one of our branches in person.
2. Summary of Your Legal Rights
   We are legally required to supply products that conform to the terms of this contract. Below is a summary of your key legal rights:

Summary of Key Legal Rights
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. Your legal rights in relation to the product are as follows:

• Up to 30 days: If your item is faulty, you can get a refund.
• Up to six months: If a faulty item cannot be repaired or replaced, you are entitled to a full refund, in most cases.
• Up to six years: If the item is expected to last for up to six years, you may be entitled to a repair or replacement. If this is not possible, you may get a partial refund.
1. Returning Rejected Products
   If you wish to reject a product due to a fault, you must either return it in person to the place of purchase, send it back to us, or, if the item is too large to post, allow us to collect it from you. We will cover the costs of postage or collection. Please contact customer services or email your chosen branch for a return label or to arrange collection.

Price and Payment

1. Where to Find the Price for the Product
   The price of the products will be displayed on our site or agreed between us during your purchase. We take all reasonable steps to ensure our pricing is accurate. However, please refer to clause 14.5 if we discover an error in the price of your order.
2. Changes in VAT Rates
   Our prices are shown both with and without VAT. You will always be charged the VAT-inclusive price. If the VAT rate changes between your order date and delivery, we will adjust the VAT accordingly, unless you've already paid in full before the change takes effect.
3. Delivery Charges
   The prices for our products do not include any delivery charges, which are applied according to clause 9.1.
4. Price Changes
   Prices for our products may be updated from time to time, but any confirmed orders will not be affected by such changes.
5. What Happens if We Get the Price Wrong
   Despite our efforts, some products may be incorrectly priced. We usually check prices before accepting your order. If the correct price is lower than stated, we will charge the lower price. If the correct price is higher, we will contact you for further instructions before processing your order. If a pricing error is obvious and should reasonably have been noticed by you, we may end the contract, refund any payments, and request the return of any goods provided.
6. How You Must Pay
   We accept payment by credit or debit card, including Visa, Visa Debit, Visa Delta, Mastercard, Mastercard Debit, and Maestro cards, as well as any other cards listed on our website.
7. When You Must Pay
   Payment for the products and applicable delivery charges must be made before dispatch. We will not charge your credit or debit card until the products are ready for dispatch.
8. Disputes Over Invoices
   If you believe there is an error with your invoice, please contact us promptly. We will address the issue, and no interest will be charged until the matter is resolved.

Manufacturer Guarantees/Warranties

1. Manufacturer Guarantees/Warranties
   Some products may come with a manufacturer's guarantee. For the full details of these terms, please refer to the manufacturer's guarantee provided with the product.
2. Your Legal Rights
   Manufacturer guarantees are in addition to your legal rights. These rights ensure that any products that are faulty or not as described will be covered under consumer protection laws. For more information on your legal rights, please contact your local Citizens' Advice Bureau or Trading Standards.

Our Warranty for Products

1. Our Warranty
   We guarantee that all products supplied will be of satisfactory quality and suitable for their intended purpose. However, this warranty does not apply in the situations described in clause 16.2.
2. Warranty Exclusions
   The warranty does not cover defects arising from:
   (a) Fair wear and tear;
   (b) Willful damage, abnormal storage or working conditions, accidents, or negligence by you or any third party;
   (c) Failure to use the products according to user instructions;
   (d) Any alterations or repairs made by you or a third party who is not one of our authorized repairers.
3. Legal Rights Not Affected
   As a consumer, this warranty is in addition to your legal rights concerning faulty products or those not as described. For advice on your legal rights, please consult your local Citizens’ Advice Bureau or Trading Standards office.

Our Responsibility for Loss or Damage Suffered by You

1. Foreseeable Loss and Damage
   We are responsible for any foreseeable loss or damage caused by our failure to comply with these Terms. We are liable for loss or damage that is a foreseeable result of breaking this contract or failing to use reasonable care and skill. However, we are not liable for any loss or damage that is not foreseeable. A loss is considered foreseeable if it is obvious or if we discussed it with you during the sales process.
2. No Liability for Business Losses
   Our products are supplied for domestic and private use only. We are not liable for any loss of profit, business interruption, or other losses incurred from using our products for commercial or resale purposes.

Other Important Terms

1. Transfer of Agreement
   We may transfer our rights and obligations under these Terms to another organization. We will notify you in writing if this happens, ensuring that your rights under the contract remain unaffected.
2. Your Rights to Transfer
   You may only transfer your rights or obligations under these Terms with our written consent. However, you may transfer our product guarantee to anyone who acquires the product, provided they can demonstrate ownership.
3. No Third-Party Rights
   This contract is between you and us, and no other person has any rights to enforce its terms, except for those who receive our guarantee as described in clause 18.2. Neither party needs the agreement of any third party to end the contract or make changes to these Terms.
4. Severability
   If a court finds any part of this contract illegal, the remainder will continue to be in force. Each paragraph operates independently; if any are deemed unlawful, the rest will still apply.
5. Delay in Enforcement
   Delays in enforcing this contract do not prevent us from enforcing it later. For example, if you miss a payment and we do not pursue you immediately, we can still require payment at a later date.
6. Governing Law
   These terms are governed by English law, and you can bring legal proceedings in the English courts. If you reside in Scotland, you may bring legal proceedings in either the Scottish or English courts. In Northern Ireland, you can bring proceedings in either the Northern Irish or English courts.
7. Alternative Dispute Resolution
   If you are dissatisfied with how we handled a complaint, you may contact the alternative dispute resolution provider we use. You can submit a complaint to the EU Online Dispute Resolution (ODR) platform at http://ec.europa.eu/odr. The ODR platform is free to use, and if you are not satisfied with the outcome, you can still pursue legal action. Before using the ODR process, please contact our Customer Services team at hello@reynoldstimber.co.uk or by telephone at 01482 345678 for assistance.

Complaints Procedure

1. How to Make a Complaint
   We pride ourselves on high standards of customer service. If we fail to meet these standards, please inform your chosen branch using the contact details in your Order Acknowledgment.
2. Escalation of Complaints
   If the branch cannot provide a satisfactory resolution, please escalate your complaint to us at Reynolds Timber and Building Supplies, [Your Address Here], or by calling [Your Phone Number Here]. We aim to address complaints promptly and make every effort to reach a satisfactory conclusion to retain your valued custom.

Our Right to Vary These Terms

1. Amendments
   We may amend these Terms from time to time. The Terms in effect at the time of your order will apply to your contract with us.
2. Reasons for Revisions
   Changes may occur due to:
   (a) Updates in payment methods;
   (b) Changes in market conditions;
   (c) Technological advancements;
   (d) Changes in laws and regulations;
   (e) Adjustments in our system capabilities.
3. Revisions and Cancellations
   If we need to revise these Terms for your order, we will provide you with reasonable advance notice of the changes and information on how to cancel the contract if you are not satisfied. If you choose to cancel, you must return any received products (at our cost) and we will issue a full refund for the price paid, including delivery charges.